Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Product Documentation
Release Notes for Cisco Unified Contact Center Enterprise Release 9.0(1)
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Virtual Machine Open Virtual Archive Templates
For Release 9.0(1), a new OVA template is available (UCCE_9.0_Win2008_vmv8_v1.0.ova) that provides
appropriate resource allocation for Unified CCE Release 9.0(1) components running on ESXi 5.0
(VMWareESXi 5.0 is the only supported hypervisor for Unified Contact Center Enterprise release 9.x).
appropriate resource allocation for Unified CCE Release 9.0(1) components running on ESXi 5.0
(VMWareESXi 5.0 is the only supported hypervisor for Unified Contact Center Enterprise release 9.x).
The Release 9.0(1) OVA adds CPU reservation for most virtual machines (this is new since Release
8.5(2)); doing so enables VMware hypervisor behavior that is beneficial for real-time applications.
8.5(2)); doing so enables VMware hypervisor behavior that is beneficial for real-time applications.
For detailed information about the OVA templates (including relevant ESXi information), see the
Product Documentation
See these sources for Unified CCE product documentation:
For troubleshooting tips, go to the
Cisco Agent Desktop (CAD)
Cisco CTI Object Server (CTI OS)
Cisco Unified Contact Center Management Portal (Unified CCMP)
New and Changed Information
The following sections describe new features and changes that are pertinent to this release.
Precision Routing
Precision Routing enhances and can replace traditional call routing. Traditional routing takes into account
all of the skills to which an agent belongs and defines the hierarchy of skills to map business needs.
However, traditional routing is restricted by its one-dimensional nature. Precision Routing provides
multidimensional routing with simple configuration, scripting, and reporting. Agents are represented
through multiple attributes with proficiencies so that the capabilities of each agent are accurately exposed,
bringing more value to the business. You can use a combination of attributes to create multidimensional
precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a
call to the agent that best matches the precise needs of the caller.
all of the skills to which an agent belongs and defines the hierarchy of skills to map business needs.
However, traditional routing is restricted by its one-dimensional nature. Precision Routing provides
multidimensional routing with simple configuration, scripting, and reporting. Agents are represented
through multiple attributes with proficiencies so that the capabilities of each agent are accurately exposed,
bringing more value to the business. You can use a combination of attributes to create multidimensional
precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a
call to the agent that best matches the precise needs of the caller.
Note
Precision Routing is only supported by inbound Unified CCE agents.